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Imagine migrating your contact center to the cloud so easily that it’s almost as if you simply flipped a switch. While it’s not quite that effortless, many Genesys PureCloud customers really are up and running in a matter of weeks.
No matter your size—large, midmarket or small—PureCloud offers a quick, comprehensive implementation that integrates your people, tools, processes, and data. Today, you can migrate from an outdated contact center infrastructure to a modern customer experience platform with dramatically less risk, cost and complexity—and faster time to business value.
Designed for Simplicity
Customer engagement can be complex—but the tools you use don’t have to be. The right contact center solution makes it easy to communicate with your customers and to deliver a great experience, whether they prefer to call, chat, email or text.
The PureCloud platform leverages the power and benefits of the cloud, and everyone who touches the contact center—from your employees to your customers—benefits.
Your IT team enjoys the ease of deployment and use because PureCloud’s intuitive interface means fast account setup and seamless integration with existing systems. Your agents can engage customers more easily because of proactive analytics and interactive dashboards. Your contact center managers are able to leverage the intuitive analytics and robust resource center to manage your employees, instead of spending valuable time trying to manage your tools. All this leads to a marked improvement in customer experience.
Reaping the Benefits of a Cloud-Based Contact Center: Lowell Norway
Lowell Norway, a leading credit management provider, was an early adopter of cloud technology and uses big data, AI and robots. The company regards the adoption of automation and digital technology as the key to staying ahead.
The company’s Oslo contact center deals with around 2.5 million interactions annually. Several years ago, Lowell Norway found that its platform couldn’t keep up with its needs. Solutions ran separately and were hard to integrate, creating islands of information and fragmented work practices. The business began to suffer.
Lowell Norway switched to the more flexible approach offered by the Genesys PureCloud platform: The solution provides a single desktop for securely handling inbound, outbound, IVR, email and chat communications. And one of the biggest benefits was the speed of the implementation—which took five weeks (three of which were simply waiting for the company’s security provider).
In just three months, Lowell Norway achieved solid results: Average response rates increased to 94% and higher, average call handling time dropped by 26% and first call resolution (for calls and email) increased to 90% and above. Agent productivity also rose by about 20%. Learn more here.
Minimizing Complexity, Improving KPIs: Company Nurse
Company Nurse helps its clients navigate the complex processes involved in getting workers’ compensation claims started smoothly. Injured workers can call 24/7 to speak with registered nurses who triage workplace injuries.
With many younger workers entering the workplace and companies becoming more distributed, the Scottsdale, Arizona-based company needed to ensure that injured workers could connect via multiple channels. Its previous system couldn’t provide that experience, it was too expensive and cumbersome, and it lacked visibility to key metrics.
Once Company Nurse selected the Genesys PureCloud platform, it was up and running with phone and email within weeks. (It’s taking a phased approach to adding other channels.) It can now quickly integrate with other cloud-based applications, too, because PureCloud offers open, accessible APIs.
Visibility into KPIs is another important improvement. With real-time metrics, Company Nurse can easily adjust settings—such as optimizing the amount of time before a call goes to overflow—that improve customer service. It can also monitor and improve the performance of two production queues, with agents handling more than 500 daily interactions.
Company Nurse’s call volume has increased by 20% year over year, which it handles with the same number of staff—leading to record revenue. By implementing callback queues, it has also reduced the number of calls its third-party overflow partner handles—driving estimated annual savings of $50,000. Learn more here.
As these customer examples demonstrate, migrating to a cloud-based contact center is easy and can deliver dramatic benefits to your business.
